Datamonitor, Brazil, Call Center, Offshore, Growth
Datamonitor: Brazil poised for call center growth
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Datamonitor research forecasts big growth in the number of Brazil-based call center agents serving offshore customers. The new report, released as a presentation for an outsourcing convention in Sao Paulo, predicts the number of agents will rise from 3,900 in 2005 to 11,500 in 2010. Datamonitor expects demand for service based in Brazil from U.S. companies to grow at a compound annual growth rate (CAGR) of 27% between 2005 and 2010 compared to 21% from other regions.
Brazil's strong domestic market has produced more in-house contact center agent positions than anywhere else in Latin America. A sizeable pool of well-trained and experienced contact center agents already exists in Brazil.
In terms of cost per agent, a critical factor in selecting offshore destinations, Brazil is in a good position compared to competition in India, the Philippines, and Canada, where costs are rapidly rising.
Datamonitor's analysts say the conditions are right for offshore-outsourcing in Brazil but admit that several questions remain. Do enough Brazilians speak English well? On the other hand, they say, there's room for Brazilian contact center work in Spanish-speaking USA and other Caribbean and Latin American (CALA) countries. With Portuguese being relatively close to Spanish, many Brazilians speak fluent Spanish.
Overall, Datamonitor expects the number of CALA-based contact center agents servicing offshore customers to more than triple from 16,200 in 2005 to 44,900 in 2010.
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